Senior Customer Support Specialist

THE ROLE 

As a Senior Customer Support Specialist, you will play a key role on an elite customer support team.  We’re seeking someone with a strong sense of urgency, exceptional attention to detail, and, above all, a passion for interacting with customers. You’ll thrive in a fast-paced, evolving environment where you’ll be empowered to contribute ideas that enhance the customer experience and drive company success. 

We’d love to hear from you if you are a customer-focused, proactive team player who thrives in fast-paced environments.  You take pride in being the front line of customer support, are self-motivated, and enjoy tracking performance through data.  You also: 

• Provide exceptional customer support via various communication methods (phone, email, etc.) identifying and resolving immediate issues while proactively addressing future concerns.  
• Accurately document all customer interactions in Salesforce and other tools, escalating complex issues as needed.  
• Identify and report system bugs or usability issues that could improve the experience for customers (consumers and billers) using doxo. 
• Educate billers on the value of using doxo, overcoming objections with tact and building long-term, trusted relationships. 
• Actively listen to concerns, ask thoughtful questions, and resolve issues to create a seamless customer experience. 
• Offer actionable feedback to improve customer experience and actively contribute to team goals and performance. 
• Meet performance targets and metrics which include quality, sales targets and productivity (FCR, SLA, etc.)  

QUALIFICATIONS:

• 3+ years in a fast paced customer-facing role requiring multitasking and effective use of systems while interacting with customers. 
• Strong organizational skills and the ability to manage time effectively. 
• Ability to make decisions independently and manage situations in real time. 
• Excellent verbal and written communication skills, with the ability to build rapport and trust with customers. 
• Familiar with Salesforce (or similar CRM tools) and experience with call center technology.  
• Excellent attention to detail. 

At this time, we are ONLY able to consider applicants that work and reside in the following States: AZ, CO, FL, GA, IL, LA, MA, NY, OR, PA, TN, TX, WA.

WHO WE ARE

Each year U.S. households spend over $4.46 trillion - about one third of all consumer spending - on recurring bill payments. While staying on top of these bills is the single largest determinant for consumer financial health, organizing and paying them can be a time-consuming and frustrating chore. Since its inception, doxo has been on a mission to simplify and reduce the anxiety of staying on top of bills, empowering consumers to improve their financial health. Our company was founded on the simple idea that there should be an easy and more secure way for consumers to pay all of their bills through a single account, with any payment method, on any device. 

As consumers shift more bill payments online and to mobile, doxo continues to experience rapid growth. To date, over ten million doxo users across 97% of U.S. zip codes have paid bills through the payment network, across more than 45 different service categories. With more than 120,000 payable billers, doxo’s proprietary, crowd sourced provider directory is the largest in the nation.

doxo is consistently recognized as both an innovative company and a great place to work by the likes of Inc. Magazine, Deloitte, Comparably, and BuiltIn. Come join us as we grow the team to further accelerate growth, forever changing the bill pay landscape to focus on the customer.

WHY WE ARE DIFFERENT 

doxo is unique in that we have already found product/market fit and that our service is filling an important market need every day. But we are still small enough that every employee, no matter their position, can make a meaningful impact. Because transparency is a priority at all levels across the organization, we are all aware of how our work contributes to the success of our business as a whole. We are agile and work hard to solve difficult problems quickly. We work as a team to get things done and mentor individuals to get to the next level in their career.

OUR COMPANY PERKS AND BENEFITS:

• 100% employer-paid medical, dental, and vision coverage for full-time employees
• Generous equity grants
• 401k match to help you save for your future
• 15 days PTO to start, plus paid holidays
• Charitable donation match
• Pet insurance

Many Perks and Benefits only apply to Full Time Equivalent roles.

The annual base salary for this role is $40,000 - $70,000.  Starting pay will be based on several factors and commensurate with qualifications and experience.  Stock Options are also part of the compensation package for full time roles.